Mike Matthews Atos Origin Voice Password Reset 28 01 10


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  • Mike Matthews Atos Origin Voice Password Reset 28 01 10

    1. 1. Voice Vault<br />Oracle/Voice Secure IDM Day<br />Mike Matthews<br />UK Service Desk Product Manager<br />January 28th 2010<br />
    2. 2. Global Organisation<br /><ul><li>Multiple Service Desks in 12 Countries across the World, some Countries with 2 or more desks
    3. 3. More than 11.3 Million contacts handled each year across the Global Organisation
    4. 4. Over 2,500 currently occupied seats across all Service Desks, many more available
    5. 5. Significant capacity to expand in many locations
    6. 6. Circa 1000 Client Estates serviced through our Service Desks Worldwide</li></li></ul><li>Introduction<br /><ul><li>In today’s world of complex passwords and multiple systems, password resets and locked accounts can account for anything between 5% to 35%* of the workload of a single Service Desk
    7. 7. Typically it takes between 5 and 10* minutes to have a network or application password reset (multi-line of business) or an account unlocked by ringing the Service Desk
    8. 8. Also typical is that following a weekend or a public holiday, password resets or instances of accounts locking out, spike significantly, requiring Service Desk Resource managers to take an “all hands to the pump” approach, which often requires ITIL and non operational staff to take calls to stem the flow.
    9. 9. This spike is often exacerbated by the Service Desk not being available outside core office hours
    10. 10. Employing human beings to process low level tasks is expensive and due to the nature of their work, attrition rates are always high, necessitating an alternative solution</li></ul>* Typical Atos Origin engagements<br />
    11. 11. UK Pilot<br />Does it work?<br />To Establish<br />UK AO Internal Estate<br />Is it better?<br />50 Users – 12 Weeks<br />End User Opinion?<br />Diverse Ethnicity<br />Will they use it?<br />Costs – cheaper?<br />Diverse Agendas<br />Is it faster?<br />
    12. 12. Pilot Results<br />Responses measured from 1-6 with 6 being best score<br />
    13. 13. Pilot Solution<br />
    14. 14. Necessary steps<br /><ul><li>Refine Voice Vault engine offering to transform it into an E2E solution
    15. 15. Ground truth
    16. 16. Enrolment
    17. 17. IVR Tweaks – Voice/Delays
    18. 18. Communications
    19. 19. Collateral
    20. 20. Business Case
    21. 21. Product Development
    22. 22. Internal Deployment
    23. 23. Wider deployments – external and internal clients</li></li></ul><li>Key Messages<br />A typical telephone call to the Service Desk to reset a password takes approx 7 minutes<br />Resetting your PW with Voice Vault, takes on average, 1 minute!!<br />Typically, a Service Desk analyst costs the business between £20k – £25k pa and attrition can be as high as 50% pa<br />Voice Vault reduces the need for human intervention to complete low level tasks, significantly reducing overheads<br />Typically, the Service Desk is only open during core office hours<br />Voice Vault is available 24/7 365 from anywhere in the World, using any type of phone<br />Heavy call volumes after weekends or public holidays often leads to high vols of PW resets<br />Voice Vault is not affected by heavy call volumes and therefore, “all hands to the pump Monday” is a thing of the past<br />
    24. 24. Across Multiple Technologies<br /><ul><li>Voice Secure/Vault solution works across multiple technologies inc;</li></li></ul><li>Real Life Scenario<br /><ul><li>Circa 115,000 password resets per year
    25. 25. Currently costing £8 per call or £920,000 per year
    26. 26. Lost production to client using an average of 7 mins per call, amounts to 13,500 hours
    27. 27. So if we were to deliver Voice Secure/Vault E2E solution to our client;
    28. 28. If the cost per contact of Voice secure /Vault was £5** per call, this would equate to £575,000 pa
    29. 29. 4 Months ROI!!
    30. 30. Client downtime reduced to circa 2000 hours, ie reduction of 11,500 hours pa!!</li></ul>**Figure for illustrative purposes only, not indicative costs<br />
    31. 31. Opportunities – Next Steps<br /><ul><li>E2E PWR solution Deployment to Internal Atos Origin UK, 5,500 end users, already commenced
    32. 32. Significant UK Deployments anticipated to:
    33. 33. Major UK Public Sector Healthcare Organisation
    34. 34. 2 UK based, International Corporate/Investment Banks
    35. 35. 2 large UK Government Agencies
    36. 36. Major UK Public Infrastructure organisation
    37. 37. Voice Secure/Vault solution adopted as standard Password reset tool for Atos Origin UK once deployed to AOUK
    38. 38. Global Rollout Planning in progress on Atos Origin UK model
    39. 39. Product Development roadmap to include diversification of Voice Secure solution into other areas such as HR system, Caller ID verification before end users can request support from Service Desk</li></li></ul><li>Questions?<br />